Abstract

The subject of the present study is the changes to the operation processes of organisations in the field of health care that are based on the application of information and communication technology (ICT). The purpose of this dissertation is to supplement the present discussion in information system study’ research forums with regard to the role of ICT as an enabler of change in the health care work processes. The starting point for the study was to inquire about the qualitative and, to some extent, financial impact of operational changes by means of a socio-technical-economic process study. Using qualitative as well as statistical indicators, changes were mainly investigated from the perspective of health care professionals, but in part from that of customers. The cases described were used as a basis for discovering a new operational model for performing organisational tasks. By comparing the cases, the intention was to synthesise those similarities and differences that can be used when constructing a new framework. The present study makes a contribution by broadening, deepening and synthesising the understanding of health care processes in the process of a reflective description of individual cases.

Services are produced through interactions between the service production process and end user process, and in this, the end user plays an important role. The purpose of process descriptions and analyses in coordination with health service professionals is to proactively develop services and support rational decision-making. The models and methods created as a result of this process can be seen to have a potential financial impact by lowering health service costs as well as an enhancing the effect of on-the-job satisfaction among health care professionals as they are enabled to plan their own work processes.

Due to the rapid changes in the infrastructure, societal structures and the age of the population in Finland, the future holds great challenges for decision-makers in the field of health care. From the perspective of securing the resources for adequate, balanced and high-quality health services, investments in information technology seem lucrative. However, in order to avoid a productivity paradox, it must be noted that, in addition to new information technology, a gradual change in working habits, attitudes and sometimes even organisational culture is needed. In addition, it must be remembered that new technology does not erase these aspects of health care work – unless we want it to do so – but rather provides new forms and tools.